Aside

Cyn

Further information online https://cynlam.github.io/bio/

Contact

Scripting

VBA
SQL
R
Python

Tools

Market Research: Q research software & Qualtrics
Visualization: PowerBI
Statistical: SPSS, Latent Gold and R-sw platform (Demia)
Microsoft Office Suite advanced usage including macros, Power Query, data models and DAX

Main

Cynthia Lam

An experienced data and insights professional with a track record in both agency and client-side roles, I have consistently delivered data-driven insights that drive strategy and improve customer experience. Throughout my career, I have developed and managed high-performing teams of analysts while maintaining strong client relationships. My hands-on analytical abilities allow me to conduct complex analyses of real-world data and translate them into clear and actionable insights that are communicated effectively through compelling visuals to clients at all levels.

Experience

Manager - Customer Experience Insights & Analytics (2023-Oct to present)

Sydney

Current - 2023

  • Responsible for transforming customer insights, leading customer research, data analysis and insights efforts to enhance the work of NSW Fair Trading, SafeWork, Building Commissioner and Rental Commissioner.
  • Lead and develop a team to execute qualitative and quantitative research and analytics programs.
  • Responsible for leading a data-driven decision making culture through establishment and implementation of a Voice of Customer (VoC) program. The VoC program aims to give real time insights, enabling ongoing service improvements, policy development and communication strategies with a strong focus on the customer experience.

Analytics Lead, Australia & New Zealand (2022-Dec to 2022-Oct)
Senior Analytics Consultant (2021-Mar to 2022-Dec)

Sydney

2023 - 2021

  • Lead and develop a multi skilled team of analysts, providing mentorship, managing work priorities, and ensuring optimal resource allocation.
  • Shape and implement the ANZ business vision and objectives, driving the scaling of analytics operations across functions and global regions.
  • Innovate and develop data analytics capabilities for problem-solving in the healthcare sector, creating scalable offerings and advancing analytic capabilities.
  • Provide internal thought leadership to shape best practices for analytics in Australia & New Zealand.
  • Manage data management optimization, including data ingestion, updates, ETL processes, and data mapping on visual platforms.
  • Successfully manage budgets, resources, and timelines to deliver analytics projects on time, within scope, and within budget.
  • Define products and establish pricing structures for the company’s offerings, contributing to product development and pricing strategies.
  • Assess project requirements, determine effort, and engage with clients for effective project scoping and client engagement.
  • Prioritize products for innovation and develop value propositions to drive the company’s innovation and market competitiveness.
  • Coordinate processes between departments to ensure client satisfaction and efficient project delivery, organizing and streamlining internal processes.
  • Implement systems and facilitate communication between teams, ensuring effective collaboration and information flow.

Research Manager (Primary Research Snr Analyst) 2018-Mar to 2021-Mar
Higher Duties 2020-Feb to 2020-Nov

TAFE NSW

Sydney

2021 - 2018

  • Led and mentored a team of researchers and analysts, successfully executing research projects and delivering high-quality reports within strict deadlines.
  • Designed and implemented quantitative and qualitative research programs, including B2B & B2C brand trackers, student entry experience, and Voice of Customer initiatives.
  • Conducted complex data analysis and modeling using SQL and R, generating actionable insights and recommendations for the business.
  • Developed custom VBA macros to automate data processing, analysis, and tool creation, resulting in significant time savings for the team.
  • Designed and created interactive PowerBI dashboards with PowerQuery and DAX, simplifying complex data visualization for easy access by stakeholders.
  • Presented insights to diverse stakeholders, including executives, clients, and other business units, effectively driving actionable outcomes.
  • Influenced data strategy by identifying key data and business needs for future and historic reporting, aligning for insightful decision-making and reporting purposes during the implementation of a new data system at TAFE NSW.
  • Collaborated with cross-functional teams in Sales, Marketing, and Curriculum Development to identify areas for improvement and implement evidence-based solutions.
  • Worked collaboratively under Sales and Marketing to create customer journeys, segments, and execute targeted marketing campaigns.
  • Standardized customer segments across the organization and communicated through regional business meetings, ensuring consistency and alignment in customer targeting efforts.
  • Established business tracking metrics and student feedback pathways, providing valuable data for performance evaluation and enhancing the student experience.
  • Utilized data-driven and fact-based insights to make recommendations for improving the student enrollment journey, streamlining processes, and enhancing student satisfaction.
  • Analyzed customer lifecycle and interests to understand the lifetime value of customers, enabling targeted marketing and retention strategies based on customer behavior and preferences.

Consultant (2016-Jun to 2017-Nov)

Sydney / Singapore

2017 - 2016

  • Led projects, liaising with and maintaining client relationships, and delivering projects end-to-end.
  • Key contact point for external and internal clients. Responsible for client-facing proposal meetings to research design and execution and final presentation of reports / workshop coordination.
  • Maintain and nurture client relationships, developing new business.
  • Conducting research for market insights (including custom, patient journey, brand health, pre-launch and optimisation), clinical insights (pipeline prioritisation, competitive comparisons, asset evaluations), risk management & safety surveillance (adverse event reporting, patient registries and observational studies), forecasting (demand uptake, patient flow, patient preferences), commercial & corporate effectiveness (sales force effectiveness, physician experience, corporate brand management and tracking).
  • Identify new opportunities to increase efficiency and quality of research processes and outputs.

Account Manager (2016-Feb to 2016-Jun)
Senior Research Executive (2013-Jun to 2016-Feb)

Ipsos

Sydney

2016 - 2013

  • All aspects of project coordination and execution, supporting key client partners in a variety of industries including finance & banking (in particular home loans, wealth management, life insurance), FMCG (baby products, confectionary etc) and Health Care.
  • Conducting research in market understanding and measurement (brand equity, connection and potential growth), innovation and forecasting (pre-concept, concept and product testing, forecast sales and uptake), PR research, shopper and sensory.
  • Championed Brand Health / Equity research and certified as Ipsos Bayesian Network (IBN) analytics team for Australia and New Zealand.
  • Managed day-to-day relationships with external suppliers – research panel suppliers, venue suppliers, individual packing suppliers & PR agencies.

Project Manager (2011-Oct to 2013-Jun)

INSIDESTORY

Sydney

2013 - 2011

  • Liaised with external suppliers, PA for CEO, as well as project and respondent management.
  • Assisted in conducting research projects for a large range of public sector clients.



Education

Masters of Management in Community Management

University of Technology

Sydney

N/A

Postgraduate Diploma Psychology

Murdoch University

Perth

N/A

Bachelor of Arts - Psychology

Macquarie University

Sydney

N/A



Disclaimer



Made with the R package pagedown.
The source code is adapted from github.com/nstrayer/cv.
GIF image from butlerm.

Last updated on 2023-11.